topic Forced to leave Plusnet? in My Account/Billing

Forced to leave Plusnet?

Zad — Wed, 10 Jun 2026 01:28:02 GMT

I have been contacted by BT to tell me that the phone line is being moved over to digital in a few days, and therefore we can no longer have separate phone and internet providers. As you'd expect, they want me to jump from here to BT. I wanted to move the other way and move the phone service to Plusnet, but it seems they don't do this any more. Clicking through the options on here, it redirects me to EE. Not ideal, but it seems to be the only option, unless I can find another better double service provider. I need to retain the existing BT phone number.

Problem is - I have a domain (and email) as part of my Plusnet package. Am I correct that if I leave, I will simply lose the hosting, email, and presumably eventually the domain when it expires? I see Plusnet have been moving people over to another service (Greenby) but I have heard absolutely nothing.

I should have jumped to full fibre ages ago, it seems I am paying £41 a month and getting 30 down / 10 up, which is frankly pants.

What can I do about the domain so I don't lose it if I move to EE?

Cheers,

Mike.

Re: Forced to leave Plusnet?

zpeterk — Wed, 10 Jun 2026 05:17:56 GMT

Stay with Plusnet’s and move your phone to VoIP

Re: Forced to leave Plusnet?

Townman — Wed, 10 Jun 2026 07:41:28 GMT

This is yet another underhand sales tactic from BT Retail. You do have choices.

If you do not want to keep the landline number, just ask Plusnet to change the broadband service to SoGEA or if a fibre priority exchange FTTP
If you do want to keep the number…
… do the above and make your own arrangements for VOIP
… get Plusnet to migrate you to EE to avoid ETCs
… let BT Retail do what they’ve offered and pay top price for the same service

If You use Plusnet’s email service and have not yet been migrated to Greenby the last two options will result in you losing your email service.

Re: Forced to leave Plusnet?

dvorak — Wed, 10 Jun 2026 09:14:39 GMT

Moderators Note

This topic has been moved from Broadband to My Account and Billing

Re: Forced to leave Plusnet?

LSAS — Wed, 10 Jun 2026 09:54:34 GMT

Move the domain ("change the tag") to a different company (see e.g. Mythic beasts). Your domain, you host it where you want. Do a web search for howto. NB: I do not recommend 123REG, TSOHost or any of the GoDaddy companies unless you want to pay extra for a worse service.

Re: Forced to leave Plusnet?

Townman — Wed, 10 Jun 2026 10:10:53 GMT

Unqualified that is very misleading advice.

If an email user uses @account.plus.com then that domain is going nowhere but Greenby thereby the advice is not a “solution” as the user does not own the domain.

If the user uses @my domain.co.uk (which they do own) then that is a different matter, but you did not ask the question to determine if the advice is relevant.

Re: Forced to leave Plusnet?

Baldrick1 — Wed, 10 Jun 2026 11:28:44 GMT

@Zad wrote:

I have been contacted by BT to tell me that the phone line is being moved over to digital in a few days,

Whatever you decide, time is of the essence. Once the plug is pulled on your BT service your Plusnet services will be cancelled and unlikely to be recoverable.

Also, don’t contact BT and cancel your phone as the outcome will be the same, as will porting the number from BT to a third party VoIP provider before transferring the line to Plusnet.

As I see it the best way forward is to contact Plusnet and hope to get the line transferred to them before BT act. Don’t worry so much about the phone number, you have 30 days to recover this and port it to a third part VoIP provider.after the phone is disconnected.

Re: Forced to leave Plusnet?

RadioFox — Wed, 10 Jun 2026 15:06:24 GMT

@Zad

@Zad wrote:

I have been contacted by BT to tell me that the phone line is being moved over to digital in a few days, and therefore we can no longer have separate phone and internet providers. As you'd expect, they want me to jump from here to BT.

In a few days! That's short notice. Is this the first communication they have sent about this?

If you allow BT to move your broadband to them from Plusnet, did they tell you exactly what process is involved?

The reason I ask, is because I know someone with BT for landline & Plusnet for broadband. Apart from the notes on her bills saying that landlines will be going digital "in the future", she has heard nothing specific from BT or Plusnet.

Re: Forced to leave Plusnet?

RadioFox — Wed, 10 Jun 2026 15:20:08 GMT

@Townman

@Townman wrote:

If you do want to keep the number…

… do the above and make your own arrangements for VOIP

… get Plusnet to migrate you to EE to avoid ETCs

… let BT Retail do what they’ve offered and pay top price for the same service

As Zad doesn't have a landline with Plusnet, will he still get the opportunity to migrate to EE without paying early termination fees?

My understanding from the email was that you will only be transferred to EE if you want to keep the landline that you currently have with Plusnet?

Re: Forced to leave Plusnet?

Townman — Wed, 10 Jun 2026 17:24:21 GMT

@RadioFox

That is a good subtle question ... which I will add to the internal discussion. Given all of the various activities surrounding this space, that seems like a reasonable, logical expectation, but you are right to challenge it!

Re: Forced to leave Plusnet?

Zad — Thu, 11 Jun 2026 03:27:45 GMT

I'm not sure when BT first contacted. Maybe 10 days ago? The physical phone line belongs to my dad, who is in his 80s and has recently been in hospital, so not checking his emails, and to be honest, we have both had more important things on our minds. In the past, he has paid for the phone line (BT), and I have paid for the Internet access (PN obviously). We need to keep the phone number. Lots of family, friends etc know it. Other than vague wording on bills etc, this was the first we knew of it anyway. Nothing from PN about it.

The current BT contract is up shortly too, so this is probably a good time to move the line to another supplier.Talking of which, I see no mention of line rental anywhere. Do suppliers generally just include this in the monthly charge?

Is there any way of getting PN to expedite and move my domain and email to Greenby? Otherwise it seems I'm going to be paying a hosting company £8+ a month for email and web hosting (I don't need the web host, only email). It is a .co.uk domain. Presumably as soon as my PN account terminates, the domain effectively gets cut off, with no email and web server attached to it.

Cheers,

Mike.

Re: Forced to leave Plusnet?

MisterW — Thu, 11 Jun 2026 05:33:28 GMT

Otherwise it seems I'm going to be paying a hosting company £8+ a month for email and web hosting

@Zad why ?

Look at Mythic Beasts https://www.mythic-beasts.com/hosting , £2/month for just email , £3 if you want web space as well. Even cheaper if you pay annually £20 & £30 respectively . All plus £7.20 domain registration.

Re: Forced to leave Plusnet?

Zad — Fri, 12 Jun 2026 02:39:46 GMT

Why £8? Because that's what Zen charge if you have Internet etc with them (actually £8:39 a month + £12:99 a year domains)

Thanks for the Mythic Beasts hosting link, I'll have a look at that. I only need email so that's ideal.

Of course it would save me a lot of hassle if I had been transferred out already, but hey ho.

Cheers!

Mike

Re: Forced to leave Plusnet?

Zad — Fri, 12 Jun 2026 02:54:14 GMT

What is the best way of raising a ticket these days? It used to be obvious and straightforward, but they just seem to want me to phone customer support for everything.

Re: Forced to leave Plusnet?

MisterW — Fri, 12 Jun 2026 05:46:42 GMT

What is the best way of raising a ticket these days?

You haven't been able to raise a ticket for quite a while now.

If you want to transfer the domain out, there are two possibilities ,

call support and hope you get an agent who understands what you're asking and raises a request to NetOPS

post here and one of the Help team should be able to raise a ticket to which you can reply with the relevant details and confirmation

Re: Forced to leave Plusnet?

Zad — Sat, 13 Jun 2026 02:50:40 GMT

Okeydoke, thanks, the advice is much appreciated!